Job Description

Job Title: PC Consultant - Associate
Job ID: 601761
Status: Full-Time
Regular/Temporary: Regular
Hours:
Shift: Day
Facility:
Department: ISD PC Support
Location: 100 Fairfield Drive, Seneca PA 16346

Description

Purpose:
Provide day to day support for UPMC standard desktop computers and laptops. Follow the direction of and assisting senior staff with the day to day support of UPMC standard desktop computers, software and related devices, installations, diagnostic activities, and triage of related software and hardware malfunctions. Work in partnership with the UPMC end user community in providing services. Possess the ability to configure software packages and hardware connections.

Responsibilities:
  • Assist with relocating standard desktop computers and devices within the UPMC end user community, as directed by the Manager of User Support, the PC Support Supervisor, and/or Senior PC Support Consultants.
  • Attend all PC Support meetings, as required.
  • Attend training, as assigned.
  • Business Partnership - Assists in the definition of business requirements and the identification of technology solutions. Assists in the definition of business requests for feasibility review, including initial cost/benefit analysis. Aids in prioritization of IT service requests.
  • Comply with UPMC, ISD, and ISD Technical Services Department Policies and Procedures. Add, move, and change computer equipment.
  • Follow procedures for documentation of PC Support services to the UPMC end user community.
  • Highly motivated to apply process improvement (CMMI) to increase product and service quality to achieve business objectives.
  • Maintain a current and thorough knowledge of computer technology and acts as a resource of technical information to the UPMC end user community.
  • Participate in PC Support After Hours On Call services, (non-business hours) when scheduled by the PC Support Supervisor and Manager, User Support, in accordance with ISD Technical Services Departmental Policies and Procedures.
  • Problem Resolution - Advises IT users on how to resolve technology problems. Solutions frequently require independent judgment to apply IT professional knowledge, concepts, & principles. Independent judgment to make appropriate application of professional concepts, principles, and knowledge. Creative use of the problem resolution system. Using multiple and diverse professional resources and references.
  • Project Management - Plans and manages own work effort. Documents and communicates issues associated with own work. Apprises project manager of status, schedule variances, and outstanding issues. Balances quality of work with deadlines and budget. Suggests ways to better accomplish assigned tasks. Manages workload to meet project timelines. Controls project costs and communicates any project-related expenses to project manager.
  • Provide second level support for problem requests escalated by the ISD Help Desk and coordinates with UPMC personnel and vendors to resolve issues. Report back to the ISD Help Desk and end user, regarding problem status until resolved. Document request status and resolution activities, as directed.
  • Provide service to ISD client community, patients, families and visitors, while protecting the integrity and confidentiality of all data and information through physical and electronic measures.
  • Provide support as required by ISD's Disaster Recovery Plan.

Qualifications

  • 4 year academic degree includes courses in computer programming, systems analysis, system development, or systems engineering OR has acquired Core IT skills and knowledge via practical experience.
  • Master the essential knowledge base for an IT professional.
  • Master the essential IT principles and analytical rules that guide their application in practical situations.
  • Ability to perform basic/standard IT procedures and protocols.
  • Rely on buddy system/coach to demonstrate applied skills and to guide non-routine actions.
  • Meet IT Career Level Criteria for Individual/Team Contributors outlined in the Universal Criteria Leveling Guide.
  • Ability to lift 50 pounds and walk up and down hills, to reach the various end user sites at UPMC.
  • Additionally, this position may be required to maintain a stand by status as part of a rotation within the team.
  • This requires 24 hours per day, 7 days per week availability during the stand by period.
  • The frequency varies based upon the number of colleagues in the rotation.

    Licensure, Certifications, and Clearances:
    UPMC is an equal opportunity employer. Minority/Females/Veterans/Individuals with Disabilities

Salary Range: $14.94 to $21.81

Union Position: No

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